Course content:

Section 1 – Responsibility of Managers
• What is responsibility
• What are your responsibilities
• High work loads

Section 2 – Financial performance
• What is a budget
• How do I contribute to an annual budget
• Monitoring budget variance
• The budget process
• Budget reports

Section 3 – Achieving organisational goals and objectives
• Reviewing budget performance

Section 4 – Plan Do Check Act
• The Principles of PDCA

Section 5 – Motivating people and teams
• The elements of motivation
• Relationship between effort and performance

Section 6 – Managing Change in the workplace
• Why change?
• Understanding the change process
• How do we un freeze
• The transition process
• Resistance

Section 7 – Communication
• Communication process
• Body language
• The three S’s
• Question types

Section 8 – Disciplinary procedures
• Disciplinary policy
• Why do we need disciplinary procedures?

Section 9 – Equality & Diversity
• Overview of equality & diversity
• Legislation

Section 10 – Customer care
• Customer care overview
• Customer care examples

Section 11 – Dealing with difficult employees
• Difficult employees
• How to handle a difficult employee
• Helping the difficult employee to get back on track

Section 12 – Time management
• Time management introduction
• What is time management?
• Benefits of time management
• Types of time management
• Techniques

Section 13 – Planning and monitoring work
• Resource planning

Section 14 – Effective meetings
• Preparing for meeting
• Conduct a meeting
• Following up after a meeting
• Meeting etiquette